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Customer Service Specialists

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25.01.2022 Applied anthropology is a new field I was just introduced to recently, as I was trying to put some serious thoughts into where are we heading to in cs. How would it look like and how will we lead in an era of working from home. Realizing organization's social cohesion is the core of it all, once this is damaged, all other parameters will drop as well. How can we maintain social cohesion while working from home ? What steps should be taken in order to keep it high so we can s...till meet organization's values and goals we all share. We are facing a cultural change which can easily be defined as a social earthquake. Let's look at few aspects which will become byproducts of this change. How will interviews look like ? How do we get feedback or have performance reviews ? How frequent should we conduct teams meetings ? How would a good presentation look like ? How are we enabling all team members to actively participate in on line meetings ? What about team building events ? Etc. Etc. As leaders, we will have to make sure we drop our control levels and rely more on our team's liability, loyalty and professionalism. Hopefully we've been doing a good job so far which will now pay itself off. Also, we will have to get used to not having our teams physically around us. Instead, we will have to make sure our team has a comfortable supporting work environment at home from which they will be able to perform as expected and still feel a part of the team. Will there be any further consequences ? Of course. But I will leave it to my next post. See more

22.01.2022 When a change is required, it becomes very clear that it is not going to be easy to adapt. Most people have this first instinct to reject changes using the excuse of "if it has been working for us for 20 years, why change" Acknowledging the fact that change is necessary for growing, it is our mission as leaders to make it happen. We will go through some tough times including not being liked so much and facing all sorts of manipulation. Nevertheless, if we believe that change is what we need, it is our responsibility to lead by example by showing our teams how to step outside of our comfort zone and do for first time somthing we never did before. Dare. Once achieved, the business will not be the only one to benefit, more importantly the people who made it happen will.

21.01.2022 How are we dealing with a team member who has got negative defensive personality ? Clearly, it affects all other members of customer service team and might eventually damage the great service you aim to provide. Personality is hard to change, since all of us carry a lot in our "bags". So let's think outside of the box. We might want to start with paying more attention to the person, show that we care and ask if there is anything we can do to help. ... However, at the same time we must also make it very clear that we cannot afford this kind of attitude which might be delivered to our customers even unintentionally. Managers should consider coming up with an individual plan to suit the particular person. It's tailored to the team member who is required to make the change. Plan will be built from a positive good continues dialog and follow up between customer service manager and team member. Warnings are the last option to use. However, sometimes it might get to a point that it would be inevitable. This is a hard task to manage. It takes lots of patience and persistence to stabilize a condition as such. Do not loose hope and never give up. Aim to support your team and always make them feel they can trust you. See more

21.01.2022 Customer service manager's roll can be compared to the roll parents play in their children's life. As managers, our responsibility is to make sure our team feels a part of the family, a warm family, with tight bonds and the ability to care about each other. To achieve this goal, we have to treat our team the same way we treat our children / partners. We will show interest in what's going on in their lives, we will show them affection (in the right way, of course), we will sup...port them on any struggle they might come across and we will always make sure they know they can trust us. We will always be there for them to listen. We will always make them a part of decisions we make on changes as they are the ones that will have to carry it out. Showing we care will create committed staff that will go way and beyond to provide an excellent service to customers and will feel happy and contributing. I2EYE program does exactly that. For more information on our program please contact us directly : [email protected] See more

20.01.2022 "Difference is the only thing we all have in common" Respecting each other, accepting the different personalities each one has, being thankful and appreciative of what people do for you, in any area of your life, being it at work or in your personal life, and being able to wear the consequences of your actions or attitude, even if sometimes it does not feel the best. This is how and where we grow, this is what is leading us to be better people, this is where when reached, we excel.

19.01.2022 Yesterday I attended a lecture on the psychology of success. Given by Prof. Yoram Yovell from Dept. Of Brain Medicine at Hadassa Ein Karem in Jerusalem. Hereunder are few lessons I took which I would like to share : You must fail in order to succeed. Not being afraid to fail means being able to step out of your comfort zone.... It's not enough to be talented in order to succeed. It is more important to be motivated and persistent. Many people who made it to success had to improvise, be creative or think outside the box in order to find solution to a problem they were struggling with. In a constantly changing world there is only one formula for success and its your own one. It's the one you design and is tailored for you. Each and every one of us should pick his / hers battles, focus on achieving the goals we set and never rest on our laurels. This kind of attitude is relevant for team members as well as managers and by working together, by understanding and respecting each other there is no doubt in my mind that success will come your way. See more

16.01.2022 "Sorry seems to be the hardest word" And indeed it is. When we make mistakes we must apologize. So why then is it so hard ? Many managers fail to be able to simply say sorry. ... Maybe it's an ego issue, maybe we think it would show our weakness or maybe we just don't think we should apologize. When we do that we forget that saying sorry is not just about us. As managers we should always think primarily on our staff. If they are hurt, we need to address it. This is all about showing you care, showing that you are human and as such you can sometimes go wrong. By apologizing we show we care, we show we are human and we show that we trust our team. By saying sorry we also make ourselves better persons. So think about it next time you need to apologize, and you'll see how it will benefit you in the long run. Just a small tip from us in Customer Service Specialists - For BETTER Business. See more

16.01.2022 Customers are the engine which moves the wheels of any business. We, in custoner service are expected to provide the fuel to keep this engine going. Dealing with an unhappy customer, especially when we are not able to supply what he is after, can and might (when approached incorrectly) leave us offended, beaten and frustrated. Is there actually a way to say NO that will be interpreted as YES ? We believe there is. The first key is to know the customer you deal with. Assum...ing that you have been serving this customer for a while, you should be able to feel and predict what his reactions will be. Your communication should consider it. Be professional, speak calmly, show empathy, show that you really care and that you understand his anger. Always offer an alternative solution and always promise to follow up and update him on the progress. Make sure you keep your promise. Apologize for the inconvenience and never lose your temper. Be gentle and soft and rest assure that even the toughest customer won't stay indifferent. On the contrary, they will appreciate your efforts. "Be kinder than necessary for anyone you meet is fighting some kind of a battle" From us in Customer Service Specialists - For BETTER Business. See more

14.01.2022 Customer service team are like ingredients of a dish. The better and high quality they are, the better the dish will taste. As we well know, we are all persons with different personalities. It is customer service manager's task and goal to put all team members into this one car and drive together to success. The road is long and has many hurdles to overcome. There will be many crushes and many ups and downs, maybe few dramas and tough times. But there's never bad without good.... And I am a great believer that the good will take over eventually. This is in team leader's hands, to make sure he is fully attentive and focused on his team. Always look at them, feel their needs, show interest, support them, make them feel like home, encourage them to grow and to contribute by sharing their own insights. Appreciate, recognize and praise it when done. And last but definitely not least, smile. A lot. The more, the better. See more

14.01.2022 Sorry seems to be the hardest word ? Well, maybe let's just leave it to the famous song. In Australia we're sometimes using this word too often, taking its honest real meaning away and actually by doing so, abusing it. In customer service we deal with people, our customers, and especially in a multicultural society like ours, we have to be very minded to how often we use sorry and what the person on the other side of the line is getting . Saying sorry, should leave our custom...ers with the feel it is genuine. With the feel and the understanding that we really mean it. So when I hear too many sorry during a single conversation, it really feels like fake, or in other words like you didn't really meant it, and that it's just an expression. Using sorry too many times can also imply that you actually don't know how to deal with a situation or to solve customers' problem. Our customers are intelligent people and getting this kind of attitude might lead to some unwanted consequences. Think about it the next time you apologize and use sorry in a way that customers would feel you really are. See more

13.01.2022 How to keep CS team motivated when changes are being introduced ? In general, most people don't like change. It is kind of threatening. You don't know what this change brings and how (and if) it will affect your roll. Change to start with requires to step outside of your comfort zone. When we do that, we might fail. Therefore one of the most important insights is understanding that success will be achieved only after failure. Sometimes few in a row. There are no short cuts. B...ut if we are willing to hit the road and start this journey together as a bonded team, we will reach and achieve success. It is therefore our duty as CS team leaders and managers to introduce changes to our team properly. Make them feel they play key roles in making the new changes work. Be open with your team during the process, ask for their inputs and comments, make them feel how important they are and listen to their struggles as you go along. In a fast and constantly changing society, changes will always be required in order to maintain excellent service level. It is our belief that the more you practice changes the easier it will become to accept and implement. See more

12.01.2022 It seems all of us would prefer to forget 2020, however COVID19 is here to stay, and we will have to get used to live with it. So how should we proceed ? We’ll simply have to adjust. Adjustment is the new terminology for Darwin’s immortal title the survival of the fittest How can we fit in ?... What does it require ? I guess the most important lesson I have learnt (and it’s really nothing new) is that solutions should be custom made to suit the specific person / organization. There is no general rule to suit all, instead there are multiple options to discover and to choose from in order to bring ourselves into this new state of mind. One thing I am certain of, is that the ones who will be able to find the way to adopt changes quickly and to act accordingly, will survive and might also benefit a great deal from changes COVID pandemic has forced us on to. How the new CS will look like and how can we prepare ourselves to what lies ahead ? If we are in a call centre, we should actually see no real difference in day to day performance. However, we should consider the fact that many of our customers went through some tough times, including mentally. So my first advice will be be kinder than necessary, for anyone you speak to might be fighting some kind of a battle Be patient, understanding, supporting and ready to walk the extra mile, especially in times like this. Take a couple of minutes to show interest in your customers, the ones you know for so long, the ones you already formed some kind of relationships with, more or less. I am sure customers will appreciate it. All of us need an extra bit of good positive attitude, even if it is business oriented. Try to think outside the box and consider improving the way you manage your customer’s accounts. Offer something new. It can be a new update report, or a weekly catch up call (Friday afternoon is always a great day to pick), or any idea that will pop up in your head and will make your customer’s day brighter, as well as yours. I truly believe that by making your customer smile, you also reward yourself with nothing but feeling great about it. Let’s let 2021 start with this kind of spirit. See more

12.01.2022 While we will always aim to excel and to provide the best customer service we are able to, it is also necessary to measure our performance. We, in Customer Service Specialists have a short customer service feedback questionnaire that will give you an idea and an updated status on how you perform in the eyes of your customers. You might wonder what is the benchmark for this feedback survey. The simple answer lies within our basic approach which is looking at each business as ...a private case, with its own special people who operate it. Therefore the benchmark will be your previous survey. If you managed to get bettet results compared to the last feedback survey done, you are on the right path. Please feel free to contact us if you would like to give it a try. See more

11.01.2022 As 2018 is approaching its end, it is time to thank all our CS teams for their hard work, great efforts and devotion during the passing year. Here's few ideas for CS teams to consider when 2019 starts in order to become more efficient and of course to excel : 1. Make sure you draw a clear line between work time and home time. Do not check emails or answer calls once you left the office. It will wait for tomorrow. 2. Do not skip breaks and try to spend them in the open air. 3.... Avoid sitting too long, take a walk as many times as you can. 4. Allocate time to spend with family and friends. This is where your energies will come from. 5. Enjoy your hobbies, if you don't have any, create ones. Adopting the above will help you perform better both at work and outside of it and become a happier service provider. From all of us in Customer Service Specialists wishing you a great healthy and fulfilling 2019. See more

10.01.2022 Coronavirus has forces a lot of us to work from home. How can we make sure customer service teams continue to perform well and as expected ? I believe this relies mainly upon following processes the same way it is being followed in normal times, when we are all in office. But actually the key to high performance is (as always) personality. If you have a devoted high performing team member he/she will do the same while working from home. Managers should develope new ways to co...mmunicate with home working teams as well as being able to monitor and supervise from a distance. Let's remember that most of us are at home with our families, which can sometmes be a bit disturbing and stressing. A lot of pressure and stress is in the air due to uncertainty in what lies ahead. Support and encourage your teams either by phone calls or emails, or anything else that works. Coronavirus will end and we would like to make sure that when everything is back into place, we will be able to continue exactly from where we stopped. Stay safe and positive. See more

07.01.2022 The year is nearly over and there is no better time than now for showing our appreciation to our teams who put so much efforts into highly performance by providing excellent customer service. Managers should never take it for granted. If you are lucky to have bonded and devoted CS team, you should celebrate your appreciation. Make it formal. Do something actively. Take them out for a fancy dinner, have a fun team building event, write a personal card, have a special team mee...ting and praise them loud and clear, anything to show how much you appreciate them. The year is about to end and a new year is coming, hopefully with many more challenges and goals to achieve. Only a committed and devoted team will be able to carry out expected tasks and it is up to managers to know how to lead the way. This is the time to celebrate, have a wonderful end of year celebrations. See more

07.01.2022 It is already a fact that nothing will be the same when we reach the other side of coronavirus. Many ways we acted in, as managers or team leaders, will look totally different from what it used to be until coronavirus era. Customer service is no exception. Experiencing cs teams working from home has made me think how do we manage them, when they are out of sight. To me, the whole managing agenda was observing, listening, encouraging and challenging cs team to reach excellence... in service levels. But it depended on being all together in the same space. So how are we proceeding and how are we making sure that service it kept at high levels ? I believe it starts with trust managers have in their teams. Trust that investment and hard work which has been done to get to where we're at, will now pay itself when working from home. Managers communication with cs team which will now be done mostly on emails or phone calls will probably not reveal too much of teams' struggles or challenges they are facing when working from home. People would do anything possible to keep their jobs hence would not really be sharing their difficulties. Managers will have to find ways to discover it. One way to do it are weekly on line team meetings, just for catching up, mainly socially. Showing interest in every team member, asking how are they coping during these tough times. Knowing your team you will also have to be sensitive enough as there might be individuals who will require a one on one chat. This virtual world we live in now, and God only knows for how long, has created a new demand for new skills managers will have to develope in order to be able to lead cs teams to high performance. At the end of the day, even in this virtual world, we are dealing with people, with feelings, with struggles which will have to be addressed. We are experiencing a new way of managing and we are writing its rules as we go along. This is a new world and it looks like there is no way back. See more

07.01.2022 What exactly is new managing evolution ? Centralized managers who must have everything and everyone next to them on site will slowly srart disappearing. What we will be looking for is a new type of charismatic managers who will be able to lead their teams from a distance. We are still at a very early stage of this new type of leadership, but we already know that this is going to be a long journey which will obviously involve everyone in the organization. Most of us will still... prefer to be in the office. The reason is very simple and obvious. We need company, we need human interactions. Maybe not all the time, but work is the second place for us to feel we belong to, after our family. For some of us, work is the first place to feel belong. Some people will go crazy after few months of working from home. One of the major reasons for it is that they feel lonely. They miss social interaction. On line communication kills a big part of real communication between people. Working from home might also lead to losing solidarity, organizations will struggle retaining employees. We normally connect to a place through its space and the people we meet there, i.e. our colleagues. When home becomes this space and we meet our work colleagues only on screen, we will lose the bond. To overcome this issue we will have to create daily or weekly online rituals, where we'll not only discuss work, but and even more importantly ask each other "how are you" As leaders, our goal will be keeping our teams happy, satisfied and make them feel they are contributing to our success even when working from home. So how will the next generation of leaders and teams look like ? We'll leave it for the next post. See more

05.01.2022 When is the best time to train a new team member ? The answer is probably never. It will always be a sruggle for both trainer and trainee. Unless of course the organization will dedicate trainer to do only training. In a real and constantly busy world, newbies are usually going through tough times until they begin to feel comfortable with their roll. The more busy the season is, the more complicated the organization is, the more time it will take and the more frustrations it ...will carry. Therefore it is highly recommended to provide supprt to new team members, support which will be beyond how to perform. Support which will show your appreciation for their struggles. Acknowledging the hard time and offering small gestures of kindness is a great way to make it easier. Things like a thank you letter with a small voucher, a box of chocolates handed on Friday afternoon with a smile, a hug and simply a thank you for your hard work. Newbies should not be taken for granted and you, as the manager should know that if this is going to be, or expected to be long term relationships, it is most important to make a new team member feel good and appreciated. Remember that a solid, bonded and committed team is the key for the whole organization's success. See more

03.01.2022 One of the main elements of great customer service is good and close relationships with customers. We speak nearly every day, so it is inevitable to get a little closer by showing interest in the persons with chat with. This has been long proven as a major contributor to customers' retaining. However, it is as important to know how to do it, because sometimes, from a good will or good intention to do it, we go wrong. I guess bottom line is to let customers share anything the...y wish, and know how to show we listen and care, but also know what NOT to say on conversations like this, which are usually not directly related to business issues but more to personal issues. For example : Customer calls, conversation starts and he tells you some sad news or sharing the bad day he has. You should listen, let him feel you care and be patient. However, you should NEVER ever tell him your story, or reflect in any way your own experience. That means the you should never say "Oh, I am also having a bad day because......." or "Oh, I also know someone who had this unfortunate issue", etc etc. The worst is when CS person shares internal issues with customers, in other words complaining to customers about his/hers managers or the business' procedures, as a part of their good relationship. Same goes for being friends on social media. It is highly important to understand that a very clear line should be drawn between business relationships and personal relationships. Mixing both is not professional and not recommended, and can potentially lead to damage in many ways we are initially not even aware of. See more

02.01.2022 Keeping CS team happy is one of the toughest tasks, but it is also essential since unhappy staff leads to unhappy customers. Managers should aim to do a great job, however they can judge only by what they observe in order to assess whether they succeeded or not. There will always be the other side, which will depend on one's personality. Some can be true and honest, appreciate what managers do for them, whereas some can be fakes, manipulative, and even hippocrates. The latte...r are the rotten apple which will infect the good ones, sometimes not only in CS team, but internal and external stake holders as well. When this happens, it is time to show this person the door, and the sooner the better. Managers should learn when it's time to say goodbye, when enough is enough. Remembering that even though change is sometimes hard to deal with, it also provides a great opportunity to grow. And this should always be welcomed and embraced. See more

02.01.2022 A lot is being discussed and written about how good customer service should look like. In this post I would like to share an amazing example of exceptional customer service within an organization. This is as important as the external one, and actually in a way contributes a great deal to being able to deliver excellent customer service to customers. For a presentation I had to do, I was looking for using a different approach while presenting. So I contacted a colleague who c...ould provide and share some of his experience and asked him to record a short 3 minutes video which I will use on my preparation. This is an odd request, which was not done before. I was expecting some degree of resistance, at least at the beginning. What I got was totally the opposite. My colleague (from USA) jumped on board immediately, not only providing the video within few hours, but going out of his way to check if what he did was good enough and if anything needs to be changed, I should let him know so he can send an amended video. Needless to say that no change was required. I got the most beautiful, honest, eye to eye input which not only helped making a point, but also made the audience have a big laugh. This support within an organization should be praised and appreciated. I feel thankful and to be honest a bit emotional to have such support, as I really don't take it for granted. Bottom line : always look around and find the right people in your organization, who share and acknowledge the same values and goals that you do. Look out for them and reach out to them because only a bonded team will drive you to success. See more

01.01.2022 Have you ever wondered why the vast majority of cs team are women ? To me it seems as something we take for granted. Might it just be coincidental or the roll of cs team member is usually applied for by wonen only ? From my experience after so many years I can say that I had only 2 men in my team, and both of them had left for another job, more technical. So, this leaves us with the assumption that women are simply better in the roll of cs team member. Women have qualities t...hat are essential for succeeding in providing excellent cs service. They know how to build relationships with customers, how to connect, how to give that feeling they care about the person on the other side of the line, and by doing all that, they actually create a bond, make their customers happy, satisfied and looking forward to the next call. You see, it is not only about retaining customers and help the business grow. It is about making friends. These qualities women are naturally equiped with, can be found in any society and any culture world wide. I call it the power of women to empower. Last week we celebrated international women's day. I personally greated my team with the following words : This is our day. We don't actually need a day to celebrate or to remind us how strong we are or can be. Celebrate being a woman, accept yourself with all the love you are always providing others. With all my love. See more